Will O’Brien Business Consultant 14 Delaney Street, Stow, MA 01775 978_897_4562 will@thomasjmurphy.com   Overview A leader with multi-industry experience/accomplishments in: change management, marketing, education, service business management, project management, Internet operations and business consulting.   Experience 2002 – Now: Business Performance Collaborative & Thomas J. Murphy Consulting, Inc. 1998 – 2001: KANA Software, Inc., eSupport Consultant & Client Principal 1978 – 1980: Data Printer Corp., Director of Customer Service 1972 – 1998: Digital Equipment Corporation, Service Leadership Positions 1970 – 1972: Honeywell Information Systems, Finance & Administrative Manager 1964 – 1968: U.S Navy, served in Viet Nam; completed service as Lt. Commander Clients Managed successful projects for clients in various industries: Agilent Technologies - healthcare Allmerica Financial – financial services APAC Customer Service – call center outsourcing Boston Medical Center HealthNet Plan - healthcare Copyright Clearance Center – communication Eddie Bauer/Spiegel Group - retail KANA – software and technology Mass Health Data Consortium - healthcare Portal Software – software and technology Scitex Digital Printing - publication Teradyne - technology Verizon Wireless – communication  Accomplishments/Contributions 1975 – 1992 Director of Religious Ed. & Teacher, St. Isidore’s, Stow, MA 1983 – Marathon for March of Dimes; completed in 4 hours and 7 minutes 1985 – Increased weekly contributions by 60%, St. Isidore’s, Stow, MA 1986-1989 – Member of founding team & President, Stow Community Chest 1988– Marketing Leadership Award, Digital Equipment Corporation 1999 – Broadbase Software, Inc. President’s Club  Adjunct Professor/Lecturer eSupport - McCallum Graduate School of Business, Bentley College, Waltham, MA Operations Management - Sawyer School of Management, Suffolk University, Boston, MA Lecturer - Executive Education Program, Babson College, Wellesley, MA  Professional Contributions/Memberships Published articles on services marketing in Service Management periodicals. Spoke at industry and analyst forums including: IDC, Gartner Group, Dataquest, and Association of Fie ervice Managers. Judge for The Association of Support Professionals “Ten Best Web Support Sites” Consortium for Service Innovation established by major high tech firms to create and promote best practices in service operations http://www.serviceinnovation.org/ Massachusetts Bar Harley Owners Group (HOG)  Education & Development Bachelor of Science, LeMoyne College, Syracuse, NY 1967 – 1998: Traveled on business/pleasure in Europe, Mid-East and Asia Masters of Business Administration, State University of NY, Albany, NY Juris Doctor, Suffolk University Law School, Boston, MA 1993-1994: Advanced International Mgmt. Seminar at INSEAD, Fontainbleau, France  References available upon request